Freeway is one of the UK’s leading specialist providers of taxi and minibus insurance. Priding themselves on customer service and quality Freeway needed to adopt a new approach towards their IT Infrastructure and Support function.
Key to the operating plan and growth objectives Freeway recognise the importance that technology plays in delivering the high levels of service. Although investment within IT has always been on the Freeway agenda change was needed to ensure that its systems aligned to the business strategy whilst reducing exposure to risks.
First Serve initially commenced an IT Audit for Freeway to understand the existing infrastructure and processes in operation used to service their IT needs. The audit enabled First Serve to understand and consult with Freeway on the investment and change required to transform and provide a first class future IT delivery.
Identified was the need to optimize user experience through performance improvements and to enhance the levels of system security meeting stringent Financial Services requirements including the Payment Card Industry Data Security Standard for the handling of customer credit card payments.
First Serve have since undertaken a series of technology refresh projects for Freeway including Server Virtualisation, Firewall, network infrastructure and backup systems replacement all enabling Freeway to focus on their core insurance business. The new systems have helped Freeway to reduce risk and implement capacity supporting further future operational growth. First Serve worked in conjunction with Freeway to implement Server Virtualisation using Microsoft Hyper-V operating upon Dell Servers and a Nimble Storage array. Existing systems were migrated from traditional physical hardware to the new virtualisation platform improving performance, recoverability and manageability whilst maximising the IT investment.
In order to provide IT Support for Freeways IT Services, First Serve implemented new Service Desk and monitoring systems. Historically Freeway IT support was handled from a list of issues and requirements. As Freeway have expanded they now have a Service Management system that supports the tracking and prioritisation of all IT Support issues, requests and improvements.